End User Vantage Point

Real End User Experience Monitoring

Virtualization, Cloud and Enterprise Mobility are three complementary IT trends enabling enterprises to approach business in completely new ways. The End User is at the center of these trends and is the unifying force providing the context for these services. Recognizing that End User productivity is the primary factor that impacts business results, organizations are now more focused than ever on accurately understanding how End Users experience IT services.

See as Your Users See

End User Activity Monitoring is the user-centric technology enabler for managing real end user experience. It is the only effective way to allow enterprises to “See as Their Users See,” providing them with an accurate view of IT service availability, usage and satisfaction – from the End User perspective.

The listed business applications are being used on Physical Desktops, Virtual Desktops and Mobile Devices – and the SLA grade is cumulative across all device types

For each application the aggregated status based on performance, availability and user productivity is calculated

The End Users represented reflect real users whose performance is measured from the actual devices they are using, i.e. keyboard-to-glass

Select any time frame from the last few minutes to last year, or even earlier

The Activities represented on the X-axis are business transactions measured from the End User’s device

The response time of “Submit Note” business transaction is slowest in California – almost twice as slow as the rest of the locations

Analysis by Location is only an example, as Activities can be dynamically grouped by Department, Role, Machine type, etc.

The size of the bubble represents the volume of activities performed in each location - the smaller the bubble, the lower the level of business impact

The Quality of Service map shows the QoS score for the SAP application on the X axis where the 50th percentile represents the organizational average or what is viewed as normal performance within the organization

End Users in New York are experiencing the worst overall quality of service for the SAP application

The Quality of Service map shows the QoS score for the End Users of the SAP application on the X axis where the 50th percentile represents the End User average or what is viewed as normal performance within the organization

The End Users identified are experiencing the worst overall quality of service for the “Display Document” business transaction within the SAP application

The size of the bubble represents the volume of activities performed by each End User - the larger the bubble, the higher the level of business impact

The Pie Chart indicates that about three (3) quarters of the Outlook user population is impacted

By default End Points are grouped by Location, but grouping by Department, Subnet, Office or other attributes such as Operating System, Machine Type, Browser Type, etc., are all dynamically supported

For each Incident the number of impacted End Users, as well as the total number of End Users who were impacted concurrently at any time throughout the entire incident, are shown – all updated in real-time

The Classification or Probable Cause Analysis for the incident points to multiple possible causes – sorted by probability

The most Probable Cause points to D620 Machines because the majority of impacted End Users are using D620 models while only a few of the non-impacted users are using this model

Aternity identifies the “searchindexer” process as causing the high memory and impacting the end user’s productivity

The most deviating host resources are automatically identified and presented showing that the CPU usage is very high while the available Memory is low

The “Time Machine” capabilities provide a snapshot of the End User’s status at any time throughout the incident, or prior to the incident

What Defines Real End User Experience?

“Real” End User Experience is defined by the three primary components that dynamically interact to constantly impact how End Users experience IT Services in real-time:

  • Physical, Virtual and Mobile Device Performance – Storage, Event Log, Hung Processes, Application Crashes and Blue Screens of Death, WMI, Top Resource Consumers, Network Read/ Write, Boot and Logon Profiling, Hypervisor, Remote File Share, Battery, Wi-Fi and Cellular Network, etc.
  • Application Performance – Latency, response time and “key-to-glass” transaction time for user workflows across any application, e.g., HTTP(s), RIA/AJAX, Thick Client, .NET, WPF, Native iOS and Android apps, ICA, PCoIP and RDP, etc.
  • User Productivity – Application, module and business function usage statistics, e.g. trades executed, calls closed, emails sent, invoices created, etc. including usage trail, execution time and time spent.

What is Frontline Performance Intelligence?

Frontline Performance Intelligence is the result of the real-time aggregation, analysis, and correlation of all the performance metrics that define and impact real end user experience. By transforming end user experience metrics into actionable business intelligence, Frontline Performance Intelligence enables enterprises to rapidly gain the agility required to address End User issues before they impact business results.  In addition, Frontline Performance Intelligence enables organizations to make informed decisions that accelerate business productivity, and gain visibility and insight to measure achievement of strategic business initiatives.

What is the Benefit of User-Centric Proactive IT Management?

Industry-leading analysts have established that in 74% of the reported help desk cases, IT first learns about performance and availability problems when the users call the Help Desk. User-centric, proactive IT management leverages Frontline Performance Intelligence to address this critical problem at its core with self-learning performance baselines, proactive incident analysis, impacted user isolation, and probable cause analysis. By doing so, it empowers enterprises to attain the required service levels demanded by users, while containing the costs associated with a “real-time” enterprise.